Service Desk Analyst (2nd Line) - London Market Insurance

£40,000 - £50,000 | London | Hybrid

A well-established London Market insurer is looking for a technically capable, customer-focused 2nd Line Service Desk Analyst to join its IT Service Desk team.

This is a hands-on role for someone who enjoys owning issues end-to-end, working across Windows 11 and Microsoft stack, and collaborating closely with 3rd line team to drive fast, high-quality resolutions.

The Role:

A high-ticket environment the expectations will be on you to take responsibility for seeing issues through to resolution, and ensure users receive clear and timely updates. Strong communication skills are essential, as you will be supporting users with varying levels of technical understanding across all areas of the business.

Key responsibilities:

• Handle escalated desktop and application issues and see them through to resolution
• Support Microsoft 365 day to day (Outlook, Teams, SharePoint) and troubleshoot common user problems
• Complete user and access administration across Azure AD/Entra, Active Directory and MFA/2FA
• Diagnose connectivity issues (VPN, Wi-Fi, general network problems) and escalate where needed
• Support iOS/Android devices and assist with MDM-related queries where applicable
• Keep tickets and user updates clear and accurate within the ITSM tool
• Manage workload and priorities to meet SLAs and maintain a strong user experience
• Update and improve support documentation and knowledge articles
• Assist with joiners/leavers activity, device builds and equipment handovers
• Support a range of users, including VIPs, with clear and professional communication

Skills & Experience Required:

• Proven experience in a 2nd line (or advanced 1st line) service desk environment
• Strong Windows 11 troubleshooting capability
• Strong Microsoft 365 support experience
• Experience supporting Android/iOS devices
• Good knowledge of Azure AD/Entra, AD, and 2FA
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi
• Excellent communication skills and a customer-first mindset
• Strong documentation habits and ability to follow defined processes
• ServiceNow (or similar ITSM tool) experience
• Intune/MDM exposure

Why apply?

• Hybrid working with a structured shift rota
• 2nd line workload with genuine ownership and visibility
• Opportunity to influence service quality through documentation and continuous improvement

If you're a proactive 2nd line engineer who takes ownership, communicates well, and thrives in a busy professional environment, this is a strong next move.

We are looking to begin interviews immediately so apply now or contact me Brushoth: (see below)